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WO2018196595A1 - Procédé et appareil d'appel à fonction de rappel immédiat - Google Patents

Procédé et appareil d'appel à fonction de rappel immédiat Download PDF

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Publication number
WO2018196595A1
WO2018196595A1 PCT/CN2018/082423 CN2018082423W WO2018196595A1 WO 2018196595 A1 WO2018196595 A1 WO 2018196595A1 CN 2018082423 W CN2018082423 W CN 2018082423W WO 2018196595 A1 WO2018196595 A1 WO 2018196595A1
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WO
WIPO (PCT)
Prior art keywords
agent
ready
call
callback
immediate
Prior art date
Application number
PCT/CN2018/082423
Other languages
English (en)
Chinese (zh)
Inventor
李贯士
王青山
Original Assignee
北京京东尚科信息技术有限公司
北京京东世纪贸易有限公司
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by 北京京东尚科信息技术有限公司, 北京京东世纪贸易有限公司 filed Critical 北京京东尚科信息技术有限公司
Priority to US16/500,211 priority Critical patent/US11134154B2/en
Publication of WO2018196595A1 publication Critical patent/WO2018196595A1/fr

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Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5231—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing with call back arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5158—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with automated outdialling systems
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5183—Call or contact centers with computer-telephony arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • H04M3/5232—Call distribution algorithms
    • H04M3/5233—Operator skill based call distribution
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M7/00—Arrangements for interconnection between switching centres
    • H04M7/0024—Services and arrangements where telephone services are combined with data services
    • H04M7/003—Click to dial services

Definitions

  • the present invention relates to the field of computer technologies, and in particular, to an external call method and apparatus for immediately returning power, an electronic device, and a computer readable medium.
  • the predictive outbound call scheme mainly uses the IVR (interactive voice response) voice call-through user to wait for the agent to be idle and transfer the agent.
  • This kind of outbound call scheme may cause the user to listen to the IVR for a long time because the agent is not idle for a long time. The situation in which the voice is played.
  • the preview outbound call scheme may have the agent already in place, but just missed the last scheduling period, and can only wait for the next scheduling period to perform the outbound call, and the callback cannot be returned to the user during the period.
  • the user experience at the same time, because the agent has to wait for the next scheduling period to perform the outbound call, reducing the usage rate of the agent.
  • the embodiments of the present invention provide an external callback method and device, an electronic device, and a computer readable medium, which can solve the problem that the existing preview outbound call solution cannot be efficiently returned immediately, and can improve the user experience. Increase agent usage and reduce the pressure on the system to be regularly scheduled for scheduled tasks.
  • an outbound call method for immediate power back is provided.
  • An external callback method for immediately returning power includes: receiving an immediate power-back request of a user, where the immediate power-back request includes a callback number and submitted service data; and determining a processing center according to a mapping relationship between the pre-stored service data and the agent's phone skill Determining the agent of the submitted business data; determining whether there is a ready seat in the determined agent, and if so, immediately calling the callback number; otherwise, waiting for the ready call to call the callback number.
  • the method further includes: verifying validity of the immediate power-back request and correctness of service logic.
  • determining whether the determined agent is present in the determined agent comprises: determining whether there is a ready notification message sent by the determined agent, and if yes, there is a ready agent; otherwise, there is no ready agent.
  • the callback number is requested according to the preset outbound call policy, where the preset outbound call policy includes: a time limit of the outbound call, a number of retries when the outbound call fails, a retry interval, and a preset time period. The maximum number of outbound calls within the limit.
  • the agent sends the ready notification message in a message queue manner.
  • an outbound call device that is immediately powered back is provided.
  • An outgoing call device for immediate power-back comprising: a request receiving module, configured to receive an immediate power-back request of a user, where the immediate power-back request includes a callback number and submitted service data; and an agent determining module, configured to use the pre-stored service data and Determining, by the agent, the agent that processes the submitted service data; the outbound call execution module is configured to determine whether there is a ready agent in the determined agent, and if yes, immediately call the callback number; Otherwise, the callback number is called while waiting for the ready agent.
  • the method further includes a request verification module, configured to verify validity of the immediate callback request and business logic correctness.
  • the outbound execution module is further configured to: determine whether there is a ready notification message sent by the determined agent, and if yes, there is a ready agent; otherwise, there is no ready agent.
  • the outbound call execution module is further configured to: call the callback number according to a preset outbound call policy, where the preset outbound call policy includes: a time limit of the outbound call, and a retry when the outbound call fails. The number of times and the retry interval, and the maximum number of outbound calls within the preset time period.
  • the agent sends the ready notification message in a message queue manner.
  • an electronic device is provided.
  • An electronic device comprising: one or more processors; a memory for storing one or more programs, when the one or more programs are executed by the one or more processors, such that the one or more The processor implements an external call method for immediate power-on.
  • a computer readable medium is provided.
  • a computer readable medium having stored thereon a computer program that, when executed by a processor, implements an external call method for immediate power back.
  • One embodiment of the above invention has the following advantages or benefits: receiving an immediate power-back request from a user, the call-back request including the callback number and the submitted service data, and determining according to the mapping relationship between the pre-stored service data and the agent's phone skill.
  • the agent who processes the business data submitted by the user determines whether there is a ready seat in the determined agent. If it exists, the callback number is immediately called, otherwise the callback number is called when there is a ready agent.
  • the problem that the existing preview outbound call solution cannot efficiently return power immediately can improve the user experience, improve the agent usage rate, and reduce the pressure on the system to be frequently scheduled for frequent scheduling tasks.
  • FIG. 1 is a schematic diagram showing main steps of an outgoing call method for immediate power-on according to an embodiment of the present invention
  • FIG. 2 is a schematic diagram of a preferred outbound call flow for immediate power back according to an embodiment of the present invention
  • FIG. 3 is a schematic diagram of main modules of an outgoing call device that is immediately powered back according to an embodiment of the present invention
  • FIG. 4 is a block diagram showing the structure of a computer system suitable for use in implementing an electronic device in accordance with an embodiment of the present invention.
  • FIG. 1 is a schematic diagram showing the main steps of an outgoing call method for immediate power-on according to an embodiment of the present invention.
  • the external call method for immediate power-on mainly includes the following steps S11 to S13.
  • Step S11 Receive an immediate callback request of the user, where the immediate callback request includes the callback number and the submitted service data.
  • the immediate callback request may also include information such as a user account (such as a user's login account, user identification (ID)).
  • the business data may specifically include an order type (such as a mobile phone order, that is, a merchandise order placed by a mobile phone), an order status (such as an outbound status), an after-sales service status (such as a pending status), and a user level (such as a general-level user). , diamond-level users, etc., product types (such as the type of electricity), types of questions asked by users (such as consulting account questions, consulting order questions, etc.) and other data.
  • order type such as a mobile phone order, that is, a merchandise order placed by a mobile phone
  • an order status such as an outbound status
  • an after-sales service status such as a pending status
  • a user level such as a general-level user.
  • product types such as the type of electricity
  • types of questions asked by users such as consulting account questions, consulting order questions, etc.
  • the validity of the immediate callback request and the correctness of the business logic can also be verified. For example, it is verified whether the user's callback number conforms to the rule, and whether the two tasks of the outbound call are the same callback number, and whether the same account subscribes to multiple callbacks and is the same callback number.
  • Step S12 Determine an agent that processes the service data submitted by the user according to the mapping relationship between the pre-stored service data and the agent phone skill.
  • the seat phone skill is the phone skill that the agent has. Specifically, the agent has the ability to process a certain type of business data. For example, the agent has the ability of the home phone to indicate that the agent has the ability to process the data of the home appliance.
  • the database pre-stores the mapping relationship between each business data and the agent phone skill, for example, the business data related to the order type, assuming that the order type is a mobile phone order (ie, an order placed by a mobile phone), then, in the database, There is a mapping relationship between the business data of the mobile phone order and the mobile phone ordering phone skill.
  • the agent with the mobile phone ordering phone skill has the ability to process the mobile phone order business data; the business data related to the product type, assuming that the product type is the household electrical product Then, in the database, there is a mapping relationship between the household appliance type and the household telephone skill, and the agent with the guest telephone skill has the ability to process the business data of the household appliance.
  • the pre-stored mapping relationship between the above multi-dimensional business data and telephone skills can be accurately positioned To match the phone skills.
  • the following describes an example of the detailed process of determining the agent that processes the service data submitted by the user according to the mapping relationship between the pre-stored service data and the agent phone skill.
  • the business data submitted by the user including the order type and the product type data as an example, assuming that the order type is a mobile phone order, the product type is a household appliance, then, according to the pre-stored business data in the database and the agent telephone skill.
  • the mapping relationship by querying the database, can be obtained: there is a mapping relationship between the business data of the mobile phone order and the mobile phone order telephone skill, and there is a mapping relationship between the household electrical product type and the electric telephone skill, thereby determining to process the user submission.
  • the agent of the business data is a seat with mobile phone ordering phone skills and the ability of the home phone, which has the ability to process business data of mobile phone orders and home appliances.
  • the business data submitted by the user also includes more content, for example, the order status, the status of the after-sales service, the user level, the type of questions consulted by the user, and the like, and each agent usually has multiple phone skills. (ie the ability to process multiple business data).
  • the mapping relationship between business data and agent phone skills can be very complicated. It can be that a piece of content in the business data is mapped to a phone skill. For example, the business data of the mobile phone order and the mobile phone order phone skills are mapped. Relationship; it may also be that a plurality of contents in the business data are mapped to a telephone skill.
  • the order status and the status of the after-sales service form a whole as a mapping relationship between the business data of the order type and the order telephone skill.
  • the mapping relationship between each business data and the agent's phone skills the matching phone skills can be accurately located to determine the agent who can handle the business data submitted by the user.
  • Step S13 It is judged whether there is a ready seat in the determined agent, and if it exists, the callback number is immediately called; otherwise, the callback number is called when waiting for the ready seat.
  • the determining whether there is a ready agent in the determined agent includes: determining whether there is a ready notification message sent by the agent that processes the service data submitted by the user, and if yes, there is a ready agent; otherwise, there is no ready agent.
  • the callback number is immediately called, otherwise, the agent is sent to send the ready notification message, and the callback number is called when the agent sends the ready notification message.
  • the callback number can be called according to the preset outbound call policy.
  • the preset outbound call policy can include: the time limit of the outbound call, the number of retries when the outbound call fails, the retry interval, and the preset time. The maximum number of outbound calls in the segment.
  • the agent handling the business data submitted by the user may specifically send the ready notification message in the manner of a message queue.
  • the outbound call method of the immediate callback is implemented based on CTI (Computer Telecommunications Integration) system support, and acquires a ready agent according to the telephone skill.
  • CTI Computer Telecommunications Integration
  • the whole process is mainly implemented by portal/app (application), reservation module, outbound module, telephone routing module, CTI system and CRM (customer relationship management) customer service system.
  • the portal/app mainly provides the user to select items to be served, for example, selecting consulting orders, consulting questions, and the like, and initiating an immediate callback request.
  • the immediate callback request may specifically include a callback number and a service selected by the user to be consulted or processed.
  • Data can also include information such as user accounts.
  • the reservation module mainly receives the instant callback request initiated by the portal/app, and specifically includes receiving the submitted user account, the callback number, the consultation or the service data to be processed, and verifying the data legality and business logic of the immediate callback request.
  • the correctness may include verifying whether the user's callback number does not comply with the rule, for example, the number of the callback number is incorrect, and whether the two tasks of the outbound call are the same callback number, and whether the same account is reserved for multiple times. If the callback is the same as the same callback number, according to the normal service logic, the callback number that has initiated the immediate callback or the callback request cannot be sent again in the unfinished time.
  • the phone skill that the phone needs to be routed is obtained from the phone routing module according to the submitted service data, for example, according to the mapping relationship between the pre-stored service data and the agent phone skill, the phone routing module determines immediately The mains business data in the callback request needs to be answered by the agent with the telecom telephony skills. After obtaining the phone skill that the phone needs to be routed, the agent who processes the service data submitted by the user is determined, and the outbound call module initiates an outbound call request.
  • the telephone routing module mainly provides the function of telephone routing, and the input parameter is business data, and the output is matched with the corresponding telephone skill.
  • the input business data more dimensional data can be obtained for precise routing, for example, according to the input order type, order status, after-sales service status, user level, product type, user-consulted question type, and other business data, and pre-stored.
  • the mapping between the above multi-dimensional business data and phone skills accurately locates the matching phone skills. The specific positioning process has been described in detail in the above step S12, and details are not described herein again.
  • the outbound module directly interacts with the CTI system, and the interaction mode uses socket (socket) communication, and the format of the interaction data is a json string.
  • the outbound call module initiates an outbound call request to the CTI system according to the set outbound call policy.
  • the outbound call policy mainly includes the time limit of the outbound call, the number of retries when the outbound call fails, the retry interval, and the preset time period. Call the maximum number of restrictions. For the time limit of the outbound call, for example, if the outbound call is performed at the working time of 9:00-17:00, the outbound call is not performed during the working time, and the number of retries when the outbound call fails is specified to be retryable within the retry interval.
  • the number of calls, the maximum number of outbound calls in the preset time period specifies the maximum number of times the outbound call is to be performed within one day.
  • CTI system is based on VoIP technology (digitalization of analog signals, real-time transmission on IP networks in the form of data packets), CTI technology, integration of multiple functions of telecommunication communication network and computer network, combined with enterprise systems to complete comprehensive information
  • the service system, CTI is developed from the traditional Computer Telephony Integration technology. It originally wanted to apply computer technology to the telephone system, and can automatically identify the signaling information in the phone. The predetermined audio file, transfer incoming call, etc. are transmitted to the user by establishing the relevant voice connection.
  • CTI technology has evolved into Computer Telecommunication Integration.
  • the CTI system mainly implements the functions of call control and call distribution, wherein call control is to manage the establishment, maintenance and cleanup of logical calls, and call state control, and call distribution automatically assigns calls to the most suitable agents according to a certain allocation algorithm. Resources.
  • the CRM (Customer Relationship Management) customer service system integrates softphone and enterprise customer management functions to provide agents with the ability to provide customers with satisfactory and thoughtful services and improve customer satisfaction.
  • the system will automatically call the user or answer the user's call, and automatically display the business data in the system to facilitate faster communication with the customer.
  • FIG. 2 is a schematic diagram of a preferred outbound call flow according to an embodiment of the present invention.
  • the method for immediately returning power in the embodiment of the present invention may preferably include the following process:
  • an immediate callback request is initiated to the system.
  • the manner of the request may be specifically a web service (web-based service) or an http request, and the content in the request may specifically include information such as a user account, a callback number, a consultation, or service data to be processed;
  • the reservation module of the system receives the immediate callback request, and then performs data verification on the data in the immediate callback request, including verifying the validity of the data of the immediate callback request and the correctness of the service logic, for example, verifying whether the user's callback number does not match. Whether the two tasks of the rule and the outbound call are the same callback number, whether the same account is reserved for multiple callbacks and the same callback number, etc., after the verification is passed, the route skill of the route is obtained from the phone routing module according to the service data;
  • the telephone routing module calculates the telephone routing result, which mainly includes locating matching phone skills according to the input service data and the mapping relationship between the pre-stored service data and the phone skill (the specific positioning process has been described in detail in the above step S12), and returns The obtained telephone routing result;
  • the reservation module receives the telephone routing result returned by the telephone routing module, and sends an MQ (message queue) of the immediate callback request to the outgoing call module, and the message queue also has an outgoing call skill to notify the outbound call system to process the service submitted by the user.
  • MQ message queue
  • the outbound module receives the MQ (message queue) of the immediate callback request, and acquires the ready agent from the CTI system according to the call skill of the outbound call through the socket (socket) mode;
  • the CTI system queries the ready agent according to the routed phone skill, and returns the query result, wherein the agent who is ready to query is mainly to query the ready notification message sent by the agent having the phone skill according to the routed phone skill;
  • the outbound module receives the result of the query-ready agent returned by the CTI system, determines whether there is a ready agent, and if there is no ready agent, puts the outbound task into the waiting queue; if there is a ready agent, according to the ready agent And the callback number initiates an outbound call request to the CTI system, and the CTI system receives the outbound call request and performs an outbound call task.
  • the CTI system receives the outbound call request and performs the outbound call task, and further includes the following interaction process: First, when the agent is ready, the ready agent initiates a ready request to the CTI system, and the ready request may specifically be a ready notification message. Form, and the agent can initiate the ready request to the CTI system by clicking a corresponding ready button in the softphone strip, wherein the softphone strip is based on the SIP (Session Initiation Protocol) protocol and can control the voice channel to be embedded in the web.
  • SIP Session Initiation Protocol
  • Virtual telephone terminal in the system SIP is a multimedia communication protocol developed by the IETF (Internet Engineering Task Force), which is similar to HTTP is a text-based application layer control protocol for creating, modifying and releasing one or more participants.
  • the CTI system receives the agent ready message sent by the ready agent and sets the status of the ready agent to the ready state; then, the CTI system sends an MQ (message queue) request for the agent ready event to the outbound module; the outbound module Receiving a message of the agent ready event, and taking out a waiting task from the waiting queue, according to the waiting
  • MQ messages queue
  • the outbound module Receiving a message of the agent ready event, and taking out a waiting task from the waiting queue, according to the waiting
  • the agents and the ready task callback number to the CTI system initiates outer paging request; CTI system receives outgoing call request and call the callback number.
  • the method for immediately returning power according to the embodiment of the present invention is based on a message-driven immediate power-back model, which can realize an immediate callback of the preview outbound call, improve the customer experience, improve the agent usage rate, and reduce the pressure on the system to be frequently scheduled for frequent scheduling tasks.
  • FIG. 3 is a schematic diagram of main modules of an outgoing call device that is immediately powered back according to an embodiment of the present invention.
  • the outgoing call device 30 of the instant callback of the embodiment of the present invention mainly includes: a request receiving module 301, an agent determining module 302, and an outgoing call executing module 303. among them:
  • the request receiving module 301 is configured to receive an immediate power-back request of the user, where the immediate power-back request includes the callback number and the submitted service data.
  • the request receiving module 301 can receive the user's immediate callback request through the portal or the app.
  • the agent determining module 302 is configured to determine an agent that processes the submitted service data according to a mapping relationship between the pre-stored service data and the agent phone skill.
  • the agent determining module 302 can calculate the phone routing result by using the phone routing module according to the mapping relationship between the pre-stored service data and the agent phone skill, and determine, by the phone routing result, the corresponding circuit routing skill that can process the submitted service data.
  • the seat can be calculated by using the phone routing module according to the mapping relationship between the pre-stored service data and the agent phone skill, and determine, by the phone routing result, the corresponding circuit routing skill that can process the submitted service data. The seat.
  • the outbound call execution module 303 is configured to determine whether there is a ready seat in the agent that processes the submitted service data, and if yes, immediately call the callback number; otherwise, wait for the callback number to be called when there is a ready agent.
  • the outbound call execution module 303 implements the foregoing functions by using the interaction between the outbound call module, the CTI system, and the agent. Specifically, the outbound call execution module 303 performs the following interaction process through the outbound call module, the CTI system, and the agent: When the agent is ready, the ready agent sends a ready notification message to the CTI system. When the CTI system receives the ready notification message, the outbound module returns the agent ready result.
  • the outbound module sends a ready notification message to the CTI system according to whether the agent has an agent to determine whether There is a ready agent, and if there is a ready agent, the outbound module sends an outbound call request to the CTI system, so that the CTI system calls the callback number according to the outbound call; if there is no ready agent, the outbound module puts the outbound call Waiting for the call queue, waiting for an agent to send a ready notification message to the CTI system, taking a call to be called from the queue to be called, and initiating an outbound call request to the CTI system, so that the CTI system calls the callback number according to the outbound call request.
  • the outbound call device 30 that is immediately powered back may further include a request verification module, which is mainly used to verify the legality of the immediate callback request and the correctness of the business logic.
  • the request verification module may perform the above verification process through the reservation module.
  • the outbound execution module 303 can also be used to determine whether there is a ready notification message sent by the agent, and if so, there is a ready agent; otherwise, there is no ready agent.
  • the agent may specifically send the ready notification message in a message queue manner.
  • the outbound call execution module can also be used to call the callback number according to the preset outbound call policy.
  • the preset outbound call policy includes: the time limit of the outbound call, the number of retries when the outbound call fails, and the retry interval, and the preset The maximum number of outbound calls in the time period.
  • FIG. 4 there is shown a block diagram of a computer system 400 suitable for use in implementing the electronic device of the embodiments of the present application.
  • the electronic device shown in Fig. 4 is merely an example and should not impose any limitation on the function and scope of use of the embodiments of the present application.
  • computer system 400 includes a central processing unit (CPU) 401 that can be loaded into a program in random access memory (RAM) 403 according to a program stored in read only memory (ROM) 402 or from storage portion 408. And perform various appropriate actions and processes.
  • RAM random access memory
  • ROM read only memory
  • RAM 403 various programs and data required for the operation of the system 400 are also stored.
  • the CPU 401, the ROM 402, and the RAM 403 are connected to each other through a bus 404.
  • An input/output (I/O) interface 405 is also coupled to bus 404.
  • the following components are connected to the I/O interface 405: an input portion 406 including a keyboard, a mouse, etc.; an output portion 407 including a cathode ray tube (CRT), a liquid crystal display (LCD), and the like, and a storage portion 408 including a hard disk or the like. And a communication portion 409 including a network interface card such as a LAN card, a modem, or the like. The communication section 409 performs communication processing via a network such as the Internet.
  • Driver 410 is also coupled to I/O interface 405 as needed.
  • a removable medium 411 such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory or the like is mounted on the drive 410 as needed so that a computer program read therefrom is installed into the storage portion 408 as needed.
  • embodiments of the present disclosure include a computer program product comprising a computer program embodied on a computer readable medium, the computer program comprising program code for executing the method illustrated in the flowchart.
  • the computer program can be downloaded and installed from the network via the communication portion 409, and/or installed from the removable medium 411.
  • CPU central processing unit
  • the computer readable medium shown in the present invention may be a computer readable signal medium or a computer readable storage medium or any combination of the two.
  • the computer readable storage medium can be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the above. More specific examples of computer readable storage media may include, but are not limited to, electrical connections having one or more wires, portable computer disks, hard disks, random access memory (RAM), read only memory (ROM), erasable Programmable read only memory (EPROM or flash memory), optical fiber, portable compact disk read only memory (CD-ROM), optical storage device, magnetic storage device, or any suitable combination of the foregoing.
  • a computer readable storage medium may be any tangible medium that can contain or store a program, which can be used by or in connection with an instruction execution system, apparatus or device.
  • a computer readable signal medium may include a data signal that is propagated in the baseband or as part of a carrier, carrying computer readable program code. Such propagated data signals can take a variety of forms including, but not limited to, electromagnetic signals, optical signals, or any suitable combination of the foregoing.
  • the computer readable signal medium can also be any computer readable medium other than a computer readable storage medium, which can transmit, propagate, or transport a program for use by or in connection with the instruction execution system, apparatus, or device.
  • Program code embodied on a computer readable medium can be transmitted by any suitable medium, including but not limited to wireless, wire, fiber optic cable, RF, etc., or any suitable combination of the foregoing.
  • each block of the flowchart or block diagrams can represent a module, a program segment, or a portion of code that includes one or more Executable instructions.
  • the functions noted in the blocks may also occur in a different order than that illustrated in the drawings. For example, two successively represented blocks may in fact be executed substantially in parallel, and they may sometimes be executed in the reverse order, depending upon the functionality involved.
  • each block of the block diagrams or flowcharts, and combinations of blocks in the block diagrams or flowcharts can be implemented by a dedicated hardware-based system that performs the specified function or operation, or can be used A combination of dedicated hardware and computer instructions is implemented.
  • the modules involved in the embodiments of the present invention may be implemented by software or by hardware.
  • the described modules may also be provided in the processor, for example, as a processor including a request receiving module 301, an agent determining module 302, and an outgoing call executing module 303.
  • the names of these modules do not constitute a limitation on the module itself under certain circumstances.
  • the request receiving module may also be described as "a module for receiving an immediate callback request from a user.”
  • the present invention also provides a computer readable medium, which may be included in the apparatus described in the above embodiments, or may be separately present and not incorporated in the apparatus.
  • the computer readable medium carries one or more programs, and when the one or more programs are executed by the device, the device includes: receiving an immediate power-back request of the user, where the immediate callback request includes the callback number and the submitted service Data; determining the agent handling the submitted service data according to the mapping relationship between the pre-stored service data and the agent phone skill; determining whether there is a ready seat in the determined agent, and if so, immediately calling the callback number; otherwise, waiting for Call the callback number when you are ready to sit.
  • an immediate power-back request of a user is received, where the immediate power-back request includes a callback number and submitted service data, and the service submitted by the user is determined according to a mapping relationship between the pre-stored service data and the agent's phone skill.
  • the agent of the data determines whether there is a ready seat in the agent. If it exists, it immediately calls the callback number, otherwise it calls the callback number when there is a ready agent.

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  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • General Engineering & Computer Science (AREA)
  • Telephonic Communication Services (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

La présente invention concerne un procédé et un appareil d'appel comprenant une fonction de rappel immédiat, un dispositif électronique et un support lisible par ordinateur, permettant de résoudre le problème dans le schéma de prévisualisation d'appel existant dans lequel celui-ci est incapable de mettre en œuvre efficacement un rappel immédiat, de sorte que l'expérience d'utilisateur peut être améliorée, le taux d'utilisation des agents peut être accru, et la pression sur le système provoquée par une planification fréquente de tâches temporisées peut être réduite. Le procédé d'appel comprenant une fonction de rappel immédiat de la présente invention consiste à : recevoir une requête de rappel immédiat d'un utilisateur, la requête de rappel immédiat comprenant un numéro de rappel immédiat et des données de service soumises; déterminer, en fonction de la relation de mappage entre des données de service préalablement mémorisées et une compétence téléphonique d'agent, des agents qui traitent les données de service soumises; déterminer si un agent prêt existe parmi les agents, et si tel est le cas, appeler immédiatement le numéro de rappel; sinon, appeler le numéro de rappel jusqu'à ce qu'il existe un agent prêt.
PCT/CN2018/082423 2017-04-24 2018-04-10 Procédé et appareil d'appel à fonction de rappel immédiat WO2018196595A1 (fr)

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CN201710273285.XA CN108737668A (zh) 2017-04-24 2017-04-24 一种立即回电的外呼方法和装置

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